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What ECC Belgium can do for you

Who are we

The European Consumer Centre Belgium is part of a network of 29 centres throughout the European Union, Iceland and Norway. Our mission: to help consumers understand and enforce their rights regarding cross-border purchases. We offer free legal advice, mediation and practical support in cross-border disputes.

ECC Belgium is co-financed by:

·       the European Union (EU);

·       the FPS Economy, SMEs, Self-Employed and Energy.

What can we do for you

Are you a consumer living in Belgium, and do you have a question or complaint about a purchase from a merchant established in another EU country, Iceland, Norway, or the UK*? Then ECC Belgium can help you. If you live in another EU country, you can contact our colleagues in the network in your own country of residence.

Depending on your situation, you receive three levels of support:

  • Information on our website

We have an extensive website with a lot of information. First, check if we have already covered the topic of your question.

  • Advice by phone

Reach us by phone for a direct explanation or information.

  • Mediation of your complaint

Our legal department thoroughly analyzes your complaint and can, depending on the situation:

  • provide legal information, practical tips, or tailored advice;
  • mediate with the trader via our European network, in search of an amicable solution;
  • advise you on alternative dispute resolution (ADR) or judicial proceedings, if mediation fails or if another body is better suited.

Our services are free of charge and aimed at an amicable solution. We have no inspection or sanctioning powers; however, the network of supervisory authorities, such as the Belgian Economic Inspectorate, can take the necessary measures against illegal trading practices. ECC actively cooperates with these agencies.

*The ECC network works with a partner in the United Kingdom

How we work

Our complaints handling process follows four steps:

  1. Initial analysis

    We assess whether your complaint falls within our jurisdiction and whether mediation is appropriate. If this is not the case, we will refer you to the competent authority.

  2. Advice

    If your case is admissible, our legal experts will advise you on how best to assert your rights against the merchant.

  3. Mediation

    Mediation If the problem is not resolved, we will forward your file to the ECC of the merchant’s country, which will attempt to find an amicable solution. The ECC of your country of residence remains your point of contact and keeps you informed. The merchant’s ECC contacts the latter in their own language and takes into account the applicable national legislation.

  4. Result

    We will inform you of the result. If mediation is unsuccessful, we will explain your remaining options, including other mediation procedures, legal proceedings, and other reporting possibilities.

Response times

  • You’ll receive an automatic acknowledgment within one hour of submitting your complaint.
  • Due to the high number of requests we are currently receiving, our response time is approximately three months.
  • Mediation cases are typically resolved within 90 days, depending on the responsiveness of both parties.

Quality Charter & Privacy

ECC Belgium adheres to the ECC-Net Quality Charter and respects your data protection rights. We are committed to:

  • provide a professional and useful service;
  • answer promptly and accurately;
  • process your personal data transparently;
  • improve our services based on your feedback.

Discover more information on our mission.

Do you need to file a complaint?

Please first check which cases are too complicated to mediate and what you need to gather before filling out the form, so that we can process your case as quickly as possible.

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